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© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
VMware: Using Deep Personalization to Fill the Sales Pipeline
Cindy Lu | Senior Marketing Manager, Digital Strategy, VMware
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 3
Cindy Lu
Sr. MarketingManager, Digital Strategy,VMware
clu@vmware.com
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 4
0% 5% 10% 15% 20% 25%
Marketing automation
Mobile
Content marketing
Multichannel campaign management
Big Data
Personalization
Customer Experience
B2B vs B2C
Looking ahead five years, which one area do you see as a
single most exciting opportunity for your organization?
B2B B2C
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
5
The focus on personalization for B2B is on par with what we see in B2C organizations –
VMware results: increase click through by almost 300% through the use of
automated personalization based on machine learning and increased conversion
for return visitors by 26%
26%
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 6
In this session, VMware describes how they:
Filled their sales
pipeline by
personalizing
inbound marketing
campaigns
Gained insights into
customer segments
by using automated
personalization
Accelerated the
buyer’s journey
with Adobe
Marketing Cloud
solutions
Increased SaaS sales
through testing and
optimization
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 7
CONNECT existing
campaigns & inbound
traffic (with consistent &
personalized experiences)
PROMOTE high value
assets (for demand gen,
e.g. Gated assets, HOL,
evals)
ENHANCE existing
content marketing (with
highly personalized
content & offers)
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 8
A Little About Us
VMware is a global leader in cloud infrastructure and business mobility.Our “One Cloud,Any
Application,Any Device™” architecture enables a software-defined approach to business and IT that
empowers organizationsto compete and succeed in the digital economy. With 2015 revenues of $6.6
billion,VMware has more than 500,000 customers and 75,000 partners. The company is headquartered
in Silicon Valley with offices throughout the world online at www.vmware.com.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 9
Using Metrics in the Conversion Funnel
Awareness
Consideration
Sale
Conversion
• SEO Organic Ranking
• SEO/SEM Referrals
• Visits
• New/Returning Visitors
• PDF Consumption
• Video Views
• Infographics, Case Studies
• Evals Forms
• Evals Downloads
• Lead Flow
• eStore
Metrics
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 10
The Customer Journey is Constantly Evolving:
Your testing and optimization strategy must evolve as well.
To increase your overall conversion to sales pipeline, you must add
personalization efforts to your digital strategy.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Framing Your Personalization Efforts
11
PROMOTE
high value assets
ENHANCE
existing content
marketing
CONNECT
existing campaigns
and inbound traffic
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 12
CONNECT
existing campaigns
and inbound traffic
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 13
VMware.com Site Personalization Using De-anonymized Data
Objective: Visitors always see content that is relevant to them thereby increasing engagement & conversion rate
Job Title?
Industry?
Employee Range?
Persona?
Products Affinity?
Propensity Score?
ANONYMOUS
VISITOR
vSOM Offer (Random Offer)
SMB Content (Random Content)
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 14
VMware.com Site Personalization Using De-anonymized Data
Job Title:
VP, Network Architecture
Industry:
Healthcare
Employee Range: Enterprise
Persona:
High-level Decision Maker
Products Affinity:
NSX
Propensity Score:
9.0
DE-ANONYMIZED VISITOR
Objective: Visitors always see content that is relevant to them thereby increasing engagement & conversion rate
NSX Offer (Product Affinity); Propensity Score = High
ROI Analysis (Persona-driven
Content)
Healthcare Video
(Industry Vertical)
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 15
Methodology
Rule-Based
• Keywords
• Geo
• Referrer
• Campaigns
• Device
Persona
• Behavior on Site
• 5 Digital Personas
• Buyers’ Journey
• Account Watch
Lists
Engagement
Automation
• Auto Form-Fill
• Eval/HOL
cross-sell/up-
sell
• Progressive
Profiling
Business
Intelligence
• PropensityScores
• Look-Alike
Modeling
• Product Affinity
Scores
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 16
Digital Personas
C-Level IT Director IT Architect Practitioner Developer
CXO Director Architect System Admin Developer
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 17
Digital Persona – Deep Dive
Top Media Consumption
• PDF
Top Downloads
• Pricing
• Installation Setup
Top Videos
• Install/Configuration
• Online Launch Event
• License Overview
HOL & Evals
• vSphere
• vSOM
• ESXi6
Top Site Section
• Myvmware
• Kb
• communities
Touch Points
www.vmware.com
• Homepage:
• Show banner reflecting campaign (if campaign is traffic driver)
• Promote cross-sell products based on propensity model
• Product Page:
• Promote pricing info, Installation Guides
• Promote Installation & Configuration, How To Videos
• Promote Evals
• Myvmware
• Promote cross-sell products based on propensity model
Awareness
• New/Returning
visitors
• SEO/SEM
• Campaigns
Consideration
• PDFs
• Videos
• Infographics
• Case Studies
Preference
• HOLs
• Evals
Purchase
• Raw Leads
• MSP
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 18
Personalized Visitor Flow Overview
Personalized
Visitor
(Leverage Past
Visit)
Campaign
SEO
Referral
Direct Flow
No
No
No
Personalized
SEO Flow
Campaign
Landing Pages
.com Product
Pages
Eval Pages
HOL Pages
Personalized
Campaign
Flow
Personalized
Referral Flow
Personalized
.com Product
Pages
Personalized
Eval Pages
Personalized
HOL Pages
Yes
Yes
Yes
Yes
My
VMware
Lead
Form
Email
Eval
Pages
HOL
Pages
Campaign
Landing Pages
My
VMware
Yes
Asset
Lead
Form
Yes
Yes
Yes
Yes
Yes
Yes
HOL Catalog
Pages
Yes
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 19
Personalization Flow
Known Visitor
Objective:
1. Awareness/Consideration
/Preference/Purchase
Product: xxx
Asset Tactic:
2. Collateral/Eval /HOL
Personalized Content
vmware.com by Product
N
Y
Personalized Content
vmware.com
Personalized Content
Product Page, Promo
Personalized
Eval Page
Personalized
HOL Page
• Cross-sell
• Up-sell
• Propensity List
• Account Watch
HOL
Eval
Persona +
Stage +
Product
• Cross-sell
• Up-sell
• Propensity List
• Account Watch
Targeted
Products
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 20
PROMOTE
high value assets
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Example 1: Increasing SaaS Conversions – Simple A/B Testing
21
OBJECTIVE:
UseA/B testing to
determine if new placement
will increase conversion.
HYPOTHESIS:
Virtual Private Cloud
OnDemand will have
improved conversion being
in the first product position
on the “How to Buy” page.
METHODOLOGY:
A/B test product placement
of page + CTA.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 22
Example 1: Increasing SaaS Conversions – Simple A/B Testing
Default Experience (Control) Variant
Result: 22% Increase in CTR; 33% Increase in Conversion
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Example 2: Returning Visitors – Personalizing Buyers’ Journey
23
OBJECTIVE:
For returning visitors,
personalize content for the
next sequence of the
buyers’ journey to increase
conversion.
HYPOTHESIS:
Personalizing top asset area
of product page by visitor
type will result in higher
conversion.
METHODOLOGY:
Visitors returning to a
product page will be
presented with a
personalized offer in the
next stage of the buyers’
journey.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 24
Example 2: Returning Visitors – Personalizing Buyers’ Journey
Default Experience Personalized Experience
Result: 26% Increased Conversion to Asset Click
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Example 3: Visitor Segment – Personalizing Buyers’ Journey
25
OBJECTIVE:
For visitors who’ve
indicated a product
preference, by
personalizing content for
the next sequence of the
buyers’ journey, determine
if conversion will increase.
HYPOTHESIS:
Personalizing top asset area
by visitor segment of
product page will result in
higher conversion.
METHODOLOGY:
Visitors who have shown
interest in a product will be
presented with a
personalized offer in the
next stage of the buyers’
journey.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 26
Example 3: Visitor Segment – Personalizing Buyers’ Journey
Default Experience Personalized Experience
Result: 22% Increased Conversion
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 27
ENHANCE
existing content
marketing
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Example 1: Machine Learning – Automated Personalization
28
OBJECTIVE:
By using automated
personalization, use
machine learning to
determine the best assets to
serve to visitors based on
user profile.
HYPOTHESIS:
By serving up more
relevant assets to the user,
we will be able to
personalize assets based on
what will be most relevant
to them and increase asset
consumption.
METHODOLOGY:
Visitors who visit the
vSphere product pages.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 29
Example 1: Machine Learning – Automated Personalization
Default Experience Personalized Experience
Result: 286% Conversion of Increased Clicks to Top Asset
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Example 2: Connecting Visitors’ Experiences – SEM Retargeting
30
OBJECTIVE:
By capturing users who fall
out of the SEM Retargeting
campaign, use personalized
offer to see if conversion
will increase on
vmware.com.
HYPOTHESIS:
Personalizing the
experiences of visitors who
fall out from the SEM
Retargeting campaign will
increase conversions.
METHODOLOGY:
Visitors who visit
vmware.com who have
fallen out of the SEM
Retargeting campaign will
be presented with a
personalized offer.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 31
Example 2: Connecting Visitors’ Experiences – SEM Retargeting
Default Experience
Personalized Experience
Result: 53% Conversion Increase
SEM Retargeting
Campaign Fallout
Traffic
SEM Retargeting
Campaign
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Example 3: Digital Campaigns – Account-based Targeting
32
OBJECTIVE:
By using account targeting,
use personalized offers for
the segment to determine if
personalized offers convert
better.
HYPOTHESIS:
Personalizing experiences
for specific accounts will
increase conversion.
METHODOLOGY:
Visitors who visit
vmware.com from the
DemandBaseAccount
targeting campaign will be
presented with a specific
offer.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 33
Example 3: Digital Campaigns – Account-based Targeting
Result: 56% Engagement Increase
TargetedAds Static Experience PersonalizedExperience
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Framing Your Personalization Efforts
34
PROMOTE
high value assets
ENHANCE
existing content
marketing
CONNECT
existing campaigns
and inbound traffic
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 35
The Customer Journey is Constantly Evolving:
Your testing and optimization strategy must evolve as well.
To increase your overall conversion to sales pipeline, you must add
personalization efforts to your digital strategy.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
Q&A
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 36
Cindy Lu
clu@vmware.com
Twitter: @dawnorchid
LinkedIn: /cindyhlu
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.

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Adobe Summit 2016 - Cindy Lu - B2B Personalization

  • 1. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
  • 2. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. VMware: Using Deep Personalization to Fill the Sales Pipeline Cindy Lu | Senior Marketing Manager, Digital Strategy, VMware
  • 3. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 3 Cindy Lu Sr. MarketingManager, Digital Strategy,VMware clu@vmware.com
  • 4. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 4 0% 5% 10% 15% 20% 25% Marketing automation Mobile Content marketing Multichannel campaign management Big Data Personalization Customer Experience B2B vs B2C Looking ahead five years, which one area do you see as a single most exciting opportunity for your organization? B2B B2C
  • 5. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 5 The focus on personalization for B2B is on par with what we see in B2C organizations – VMware results: increase click through by almost 300% through the use of automated personalization based on machine learning and increased conversion for return visitors by 26% 26%
  • 6. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 6 In this session, VMware describes how they: Filled their sales pipeline by personalizing inbound marketing campaigns Gained insights into customer segments by using automated personalization Accelerated the buyer’s journey with Adobe Marketing Cloud solutions Increased SaaS sales through testing and optimization
  • 7. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 7 CONNECT existing campaigns & inbound traffic (with consistent & personalized experiences) PROMOTE high value assets (for demand gen, e.g. Gated assets, HOL, evals) ENHANCE existing content marketing (with highly personalized content & offers)
  • 8. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 8 A Little About Us VMware is a global leader in cloud infrastructure and business mobility.Our “One Cloud,Any Application,Any Device™” architecture enables a software-defined approach to business and IT that empowers organizationsto compete and succeed in the digital economy. With 2015 revenues of $6.6 billion,VMware has more than 500,000 customers and 75,000 partners. The company is headquartered in Silicon Valley with offices throughout the world online at www.vmware.com.
  • 9. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 9 Using Metrics in the Conversion Funnel Awareness Consideration Sale Conversion • SEO Organic Ranking • SEO/SEM Referrals • Visits • New/Returning Visitors • PDF Consumption • Video Views • Infographics, Case Studies • Evals Forms • Evals Downloads • Lead Flow • eStore Metrics
  • 10. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 10 The Customer Journey is Constantly Evolving: Your testing and optimization strategy must evolve as well. To increase your overall conversion to sales pipeline, you must add personalization efforts to your digital strategy.
  • 11. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Framing Your Personalization Efforts 11 PROMOTE high value assets ENHANCE existing content marketing CONNECT existing campaigns and inbound traffic
  • 12. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 12 CONNECT existing campaigns and inbound traffic
  • 13. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 13 VMware.com Site Personalization Using De-anonymized Data Objective: Visitors always see content that is relevant to them thereby increasing engagement & conversion rate Job Title? Industry? Employee Range? Persona? Products Affinity? Propensity Score? ANONYMOUS VISITOR vSOM Offer (Random Offer) SMB Content (Random Content)
  • 14. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 14 VMware.com Site Personalization Using De-anonymized Data Job Title: VP, Network Architecture Industry: Healthcare Employee Range: Enterprise Persona: High-level Decision Maker Products Affinity: NSX Propensity Score: 9.0 DE-ANONYMIZED VISITOR Objective: Visitors always see content that is relevant to them thereby increasing engagement & conversion rate NSX Offer (Product Affinity); Propensity Score = High ROI Analysis (Persona-driven Content) Healthcare Video (Industry Vertical)
  • 15. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 15 Methodology Rule-Based • Keywords • Geo • Referrer • Campaigns • Device Persona • Behavior on Site • 5 Digital Personas • Buyers’ Journey • Account Watch Lists Engagement Automation • Auto Form-Fill • Eval/HOL cross-sell/up- sell • Progressive Profiling Business Intelligence • PropensityScores • Look-Alike Modeling • Product Affinity Scores
  • 16. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 16 Digital Personas C-Level IT Director IT Architect Practitioner Developer CXO Director Architect System Admin Developer
  • 17. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 17 Digital Persona – Deep Dive Top Media Consumption • PDF Top Downloads • Pricing • Installation Setup Top Videos • Install/Configuration • Online Launch Event • License Overview HOL & Evals • vSphere • vSOM • ESXi6 Top Site Section • Myvmware • Kb • communities Touch Points www.vmware.com • Homepage: • Show banner reflecting campaign (if campaign is traffic driver) • Promote cross-sell products based on propensity model • Product Page: • Promote pricing info, Installation Guides • Promote Installation & Configuration, How To Videos • Promote Evals • Myvmware • Promote cross-sell products based on propensity model Awareness • New/Returning visitors • SEO/SEM • Campaigns Consideration • PDFs • Videos • Infographics • Case Studies Preference • HOLs • Evals Purchase • Raw Leads • MSP
  • 18. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 18 Personalized Visitor Flow Overview Personalized Visitor (Leverage Past Visit) Campaign SEO Referral Direct Flow No No No Personalized SEO Flow Campaign Landing Pages .com Product Pages Eval Pages HOL Pages Personalized Campaign Flow Personalized Referral Flow Personalized .com Product Pages Personalized Eval Pages Personalized HOL Pages Yes Yes Yes Yes My VMware Lead Form Email Eval Pages HOL Pages Campaign Landing Pages My VMware Yes Asset Lead Form Yes Yes Yes Yes Yes Yes HOL Catalog Pages Yes
  • 19. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 19 Personalization Flow Known Visitor Objective: 1. Awareness/Consideration /Preference/Purchase Product: xxx Asset Tactic: 2. Collateral/Eval /HOL Personalized Content vmware.com by Product N Y Personalized Content vmware.com Personalized Content Product Page, Promo Personalized Eval Page Personalized HOL Page • Cross-sell • Up-sell • Propensity List • Account Watch HOL Eval Persona + Stage + Product • Cross-sell • Up-sell • Propensity List • Account Watch Targeted Products
  • 20. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 20 PROMOTE high value assets
  • 21. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Example 1: Increasing SaaS Conversions – Simple A/B Testing 21 OBJECTIVE: UseA/B testing to determine if new placement will increase conversion. HYPOTHESIS: Virtual Private Cloud OnDemand will have improved conversion being in the first product position on the “How to Buy” page. METHODOLOGY: A/B test product placement of page + CTA.
  • 22. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 22 Example 1: Increasing SaaS Conversions – Simple A/B Testing Default Experience (Control) Variant Result: 22% Increase in CTR; 33% Increase in Conversion
  • 23. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Example 2: Returning Visitors – Personalizing Buyers’ Journey 23 OBJECTIVE: For returning visitors, personalize content for the next sequence of the buyers’ journey to increase conversion. HYPOTHESIS: Personalizing top asset area of product page by visitor type will result in higher conversion. METHODOLOGY: Visitors returning to a product page will be presented with a personalized offer in the next stage of the buyers’ journey.
  • 24. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 24 Example 2: Returning Visitors – Personalizing Buyers’ Journey Default Experience Personalized Experience Result: 26% Increased Conversion to Asset Click
  • 25. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Example 3: Visitor Segment – Personalizing Buyers’ Journey 25 OBJECTIVE: For visitors who’ve indicated a product preference, by personalizing content for the next sequence of the buyers’ journey, determine if conversion will increase. HYPOTHESIS: Personalizing top asset area by visitor segment of product page will result in higher conversion. METHODOLOGY: Visitors who have shown interest in a product will be presented with a personalized offer in the next stage of the buyers’ journey.
  • 26. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 26 Example 3: Visitor Segment – Personalizing Buyers’ Journey Default Experience Personalized Experience Result: 22% Increased Conversion
  • 27. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 27 ENHANCE existing content marketing
  • 28. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Example 1: Machine Learning – Automated Personalization 28 OBJECTIVE: By using automated personalization, use machine learning to determine the best assets to serve to visitors based on user profile. HYPOTHESIS: By serving up more relevant assets to the user, we will be able to personalize assets based on what will be most relevant to them and increase asset consumption. METHODOLOGY: Visitors who visit the vSphere product pages.
  • 29. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 29 Example 1: Machine Learning – Automated Personalization Default Experience Personalized Experience Result: 286% Conversion of Increased Clicks to Top Asset
  • 30. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Example 2: Connecting Visitors’ Experiences – SEM Retargeting 30 OBJECTIVE: By capturing users who fall out of the SEM Retargeting campaign, use personalized offer to see if conversion will increase on vmware.com. HYPOTHESIS: Personalizing the experiences of visitors who fall out from the SEM Retargeting campaign will increase conversions. METHODOLOGY: Visitors who visit vmware.com who have fallen out of the SEM Retargeting campaign will be presented with a personalized offer.
  • 31. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 31 Example 2: Connecting Visitors’ Experiences – SEM Retargeting Default Experience Personalized Experience Result: 53% Conversion Increase SEM Retargeting Campaign Fallout Traffic SEM Retargeting Campaign
  • 32. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Example 3: Digital Campaigns – Account-based Targeting 32 OBJECTIVE: By using account targeting, use personalized offers for the segment to determine if personalized offers convert better. HYPOTHESIS: Personalizing experiences for specific accounts will increase conversion. METHODOLOGY: Visitors who visit vmware.com from the DemandBaseAccount targeting campaign will be presented with a specific offer.
  • 33. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 33 Example 3: Digital Campaigns – Account-based Targeting Result: 56% Engagement Increase TargetedAds Static Experience PersonalizedExperience
  • 34. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Framing Your Personalization Efforts 34 PROMOTE high value assets ENHANCE existing content marketing CONNECT existing campaigns and inbound traffic
  • 35. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 35 The Customer Journey is Constantly Evolving: Your testing and optimization strategy must evolve as well. To increase your overall conversion to sales pipeline, you must add personalization efforts to your digital strategy.
  • 36. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. Q&A © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential. 36 Cindy Lu clu@vmware.com Twitter: @dawnorchid LinkedIn: /cindyhlu
  • 37. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.© 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.
  • 38. © 2016 Adobe Systems Incorporated. All Rights Reserved. AdobeConfidential.